Customer Care Representative

About us:

We make a web-based inventory and purchasing system used by independent restaurants, breweries and small food manufacturers. Founded in 2008, the business writes the billing, metering and customer portal software that small water and electric utilities run on. Founded in 2008, we now have 140 employees.

This is a newly created position. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. You can work from home anywhere in Canada. We have no office requirement. Most communication happens in Slack, with short video calls when needed.

What you'll do:

• Call customers back on open issues within the promised timeframe
• Complete required training and quality coaching sessions
• Escalate complaints that need a supervisor or another department
• Transfer calls to the right department with a warm handoff
• Process returns, exchanges, refunds and address changes
• Notice repeat problems and report them to your team lead
• Explain bills and payment options and take payments over the phone
• Document every interaction in Zendesk or Salesforce Service Cloud

About you:

• High school diploma or GED
• Typing speed of at least 35 WPM
• Must pass a background check
• Able to sit at a workstation and wear a headset for a full shift
• Basic computer skills (Windows, Outlook, web browsers)
• Clear speaking voice and good listening skills

Preferred:

• Experience handling escalations
• Zendesk, Five9 or Genesys experience
• Knowledge of e-commerce order systems such as Shopify

Schedule: Tuesday to Saturday, 9:00 AM to 5:30 PM

Pay and benefits:

• Extended health and dental benefits
• Group RRSP with employer matching
• Three weeks paid vacation to start
• Life insurance
• Paid training
• Home office allowance
• Employee and family assistance program

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Ironwoodland.